Document Number: 6118442 1

Position Description Casual Front of House Team Member Leisure Centres Sports, Leisure & Facilities

Document Number: 6118442 2

ABOUT THE SPORTS, LEISURE & FACILITIES BRANCH

Growth

Diversity

Service

The Spor t Leisure & Facilit ies Branch p rovides

ser vices sup por t ing com m un it y w ellb eing

t hr ough t he p r ovision o f ent er t ainm ent , ar t s,

spor t , com m un it y f acilit ies and associat ed

act ivit ies.

These ser vices are p r ovid ed t hr ough 5

p rogr am s, nam ely:

Branch Management Program

Provides over all m anagem ent t o t he b ranch in

r esp ect t o t he ar eas of f inancial d ir ect ion ,

cust om er ser vice, leader sh ip & cult ur e and

ser vice deliver y.

Leisure Centres Program

To b e nat ionally r ecogn ised f or p rovid ing

p ro f essionally m anaged venues d eliver ing t he

h ighest qualit y, innovat ive aq uat ic, sp or t and

event exper iences t hat also engage t he Logan

com m un it y in an act ive, f un , healt h and saf e

environm ent .

Community Infrastructure Program

To const r uct and m aint ain Com m un it y

In f rast r uct ur e and f acilit ies, t o p r ovid e saf e and

operab le build ings and sp or t ing f acilit ies,

p rovide t echn ical ad vice, p r o ject m anagem ent

and st r at egic asset m anagem ent .

Logan Entertainment Centre & Community Venues Program

Manage Venues t o deliver and d evelop even t s

o f a Civic, Cor por at e, and Com m un it y,

En t er t ainm ent or Ar t ist ic nat ur e in a saf e,

sust ainab le and engaging m anner .

Sport & Recreation Program

Plan , d evelop , and connect t o ach ieve a healt h

Logan t hr ough spor t & r ecreat ion

Document Number: 6118442 3

TITLE:

Casual Front of House Team Member

POSITION NUMBER(S):

Beenleigh Arena

15350, 15358, 15372, 15623, 15390

Logan Metro Indoor Sports Centre

15357, 15360, 15366, 15374, 15391, 5388, 5390, 15392, 15348, 15349, 15352, 15353, 15354, 15355, 15362

Logan Metro Health and Fitness

15397

AquaLogan

5468

LEC

15603

CLASSIFICATION:

Grade 2

AWARD:

Venues and Events Local Area Agreement

REPORTS TO:

Front of House Team Leader

Aquatic Centres Program will report to the Aqualogan Coordinator; Mt Warren Park Sports Centre will report to Venue

Operations Coordinator; Position 15368 will report to the Programs and Events Coordinator; Position 15603 will report to the

LEC Business Services Coordinator, LMISC positions will report to LMISC Front of House Team Leader

JOB PURPOSE

To assist the Front of House Team Leader or Coordinator in the provision of customer service excellence. To assist with the

delivery of the FOH operations including, the effective delivery of bookings, cash handling, customer enquiries, general

customer service, cleaning and the set up and storage of equipment, operation of the FOH operating systems, administration

and marketing initatives.

EXTENT OF AUTHORITY

The position undertakes a range of specialist functions under general direction.

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SERVICE DELIVERY

Provide customer service support to visitors and members and deliver customer service excellence

Assist facility user groups with the effective delivery of their programs, events or services

Operate the FOH and point of sale operating systems in accordance with standard operating procedures and policies

Address any customer service issues or seek advice as required

Be responsible for the balancing of the FOH or POS banking at the end of shift

Ensure all cash handling and banking procedures are in accordance with Council policies

Assist with the continued development of standard operating procedures for FOH and POS operating systems

Assist with and coordinate the loading of data for court hire, event bookings, ticketing and membership services

To deliver member retention and customer services strategies to ensure maximum retention of health and fitness members

Plan, conduct and carry out activities, events or initiatives for the growth of the health and fitness centre membership base

Participate as a team member and support new team members including trainees and work experience students

Provide administrative, financial and bookings support to other business units or facility coordinators as required

Provide word processing, spreadsheeting, clerical and administration support to Program Leader and coordinators, including

dictation and typing of minutes of meetings and general correspondence

Assist with the preparation of debtor invoices, raising of purchase orders and reconciliation of ledger accounts

Assist in the coordination of event bookings and venue hire contracts in an accurate, professional and timely manner

Assist with the supervision and training of work experience students and school based trainees

Assist with implementation of promotional and marketing activities designed specifically to increase awareness of the centre and

its services including digital media strategies

Performance Criteria Your performance against these responsibilities will be assessed by obtaining feedback from fellow staff, and from the Venue Management

Team on your level of active participation. In addition, your performance will be measured on your ability to actively contribute to:

Efficient delivery of events; including bookings & venue hire

The training & development of work experience students & trainees

Effective customer service; demonstrating timeliness, efficiency and professionalism at all times

Continuous improvement for processes, procedures and all duties that fall under the FOH team.

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FACILITY MANAGEMENT

Assist with facility cleaning as required

Assist with maintaining a safe working environment

Be responsible for the set up and storage of sports and technical equipment and resources

Assist internal and external clients with all the delivery of high quality events

Assist hirers/customers with the coordination of resources and services for programs and events

Apply internal and external facility security measures as delegated

Performance Criteria

Your performance against these responsibilities will be assessed by obtaining feedback from fellow staff, and from the Venue Management Team on your level of active participation. In addition, your performance will be measured on your ability to actively contribute to:

Maintaining a high standard or cleanliness within the venue

Adherance to and promotion of safe work practices Effective implementation of security measures as required.

GENERAL The Council Leadership and Performance Capability Framework is used for managing and supporting performance and

development.

The appointed officer may have to undertake any other duties that are reasonably within scope of their skills, competence and

training.

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KNOWLEDGE, SKILLS AND QUALIFICATIONS Demonstrated cash handling experience including float reconciliation and EFTPOS facilities is desirable. Excellent oral communication, sound level of written communication and numeracy skills are essential. Demonstrated experience with Microsoft applications (Word, Excel). Demonstrated ability to effectively work as part of a team using excellent communication and interpersonal skills.

SUCCESS PROFILE

To succeed in this role, you need experience in:

Service Delivery & Facility Management - Demonstrated experience with FOH operating systems including event

management, membership, facility bookings, POS, marketing desirable; Sound experience in a sales or customer service

environment; Previous experience working in sports centres and/or event management would be highly regarded. Experience

providing guidance and training to casual staff members and field work students highly regarded.

REQUIREMENTS & POSITION SPECIFIC CONDITIONS Possession of a current "C" class driver's licence. Current Working with Children Suitability (Blue) Card, or willingness to obtain prior to commencement is essential. Applicants must undergo a pre-employment functional assessment and be assessed as being able to meet the functional requirements of the position. Current or willing to obtain an Applied First Aid certificate. For certain positions where the incumbents will be serving alcohol, It is a Mandatory requirement that all workers must hold or be willing to obtain a current Responsible Services of Alcohol Certificate issued by the Queensland Liquor Licensing Division.

REVIEW

This position description was reviewed in July 2019 and may be reviewed again as Council’s organisation is developed or re-

structured. Any future re-organisation of duties as a result of such changes will be discussed with the incumbent officer.